Jenson USA is committing fraud against their customers. I placed an order for an in stock item Tuesday July 18th. Jenson USA immediately sent email confirmation. 7:50pm that same day, Jenson USA sent another email claiming they shipped the order with OnTrac and provided a tracking #. Jensons email stated I should receive the package Friday the 21st. The order did not arrive Friday. I checked the tracking number. Jenson USA purchased the shipping label on the 18th but still had not provided the item to OnTrac. OnTrac confirmed this via phone conversation. I checked my credit card account to see if the transaction occurred. Jenson USA debited my credit card on July 20th, two days after Jenson claimed they shipped the order. No merchant ships before collecting payment for orders like this. I knew something was wrong. I tried calling Jenson starting Friday the 21st. Jenson does not answer customers calls. They respond with preprogrammed text that gets nothing done. On Friday I immediately responded to their text. Jenson had not responded to me on Tuesday July 25th, so I sent another text. Jensons system sent another preprogrammed text that also gets nothing done. Customers cannot speak with Jenson employees. Customers cannot email Jenson employees. I sent another text late Tuesday the 25th demanding a refund and informing Jenson that I am filing a complaint with the Federal Trade Commission. As of now July the 26th the order has not been shipped. Jenson has not refunded my credit card and Jenson has provided no solution or effective communication concerning the issue. Jenson committed fraud against me. Jenson committed fraud against me by claiming they shipped an item they did not ship. Products used:None. Jenson USA never shipped the order. They lied and claimed they shipped the order but never shipped it. Service Value Shipping Returns QualityI live in Brazil and I travelled to Portugal. I bought a merchandise from Jenson USA to be delivered in Lisbon. UPS would be able to deliver the order only the day after I left to Brazil. The order was sent back to Jenson USA. It was not my fault, I was in Lisbon on the date they guaranteed the order would be delivered. The refuse to refund me. Sincerely, Wagner de OliveiraGreat company, great service, always competitive prices. Jenson always has what I need. The online chat tool is great, and you can always call them for kick-$#*! phone service. Their tech agents are very good and guide yo to the products you need every time. Shipping to Canada is fast and cheap, with all duties and taxes included at checkout. 365 day returns if you do need to send stuff back. I use Jenson for 80% of my bike needs every season. I love my LBS but Jenson USA has such good product and delivery that I consider them as one of my locals.